Last updated: July 15, 2026
Thank you for shopping with TEARS OF THE UNIVERSE.
This policy explains how returns, exchanges, cancellations, and refunds work for purchases made from our store. Nothing in this policy limits rights available under applicable consumer protection laws, including the Australian Consumer Law where applicable.
Personalized, custom, made-to-order, and final sale items are not eligible for change-of-mind returns unless required by law.
For eligible non-personalized items, contact us within 14 days of delivery to request a return. Items must be unused, unworn, in their original condition, and returned with any original packaging.
To start a return, use our Contact page and include your order number and a brief explanation. Please do not send an item back before we confirm the return instructions and return address.
Each qualifying order includes one complimentary Mystery Pet Guardian Crystal selected at random. This free gift has no cash value and is not eligible for colour, stone, or size selection, exchange, or a change-of-mind return. If the complimentary crystal arrives damaged, contact us with your order number and clear photos so we can review the issue.
Please inspect your order when it arrives. If an item is damaged, faulty, incorrect, or not as described, contact us as soon as possible through our Contact page and include your order number plus clear photos of the item and packaging.
If an item has a major problem, is unsafe, is significantly different from its description, or otherwise fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement, or refund under applicable law.
For approved change-of-mind returns, the customer is responsible for return shipping costs unless we tell you otherwise. Original shipping charges are not refundable unless required by law.
If the return is due to our error, a faulty item, or an item that does not match the order, we will help resolve the issue in line with applicable law.
After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or payment provider may take additional time to process and post the refund.
If you need to cancel or change an order, contact us through our Contact page as soon as possible. We cannot guarantee changes or cancellations after an order has entered processing, production, or fulfillment.
For return or refund questions, please use our Contact page. We normally reply within 1–2 business days.